2 Tickets Created Per Each New Email Message

radmoose · **2 Tickets Created Per Each New Email Message -** 18-07-2007, 05:35 AM

Each time the support email address receives a message, it generates 2 tickets within 2-6 seconds. They are both identical except for the ticket number. The user seems to only receive the second ticket response.

Any ideas on what to look for?

I have limited access to the server.

craigbrass · 18-07-2007, 10:24 AM

What version are you on? Have you made any code modifications? Have you only got 1 parsing rule inside the admin area?

radmoose · 19-07-2007, 01:26 AM

What version are you on? 3.10.02
Have you made any code modifications? No.
Have you only got 1 parsing rule inside the admin area? Just an email queue and a list of banned emails.

craigbrass · 19-07-2007, 09:31 AM

Very odd then. I suggest you submit a ticket at http://support.kayako.com so the issue can be tracked down.

supportskins · 19-07-2007, 11:36 AM

How are you feteching emails - using POP3 or email piping. If email piping, which method are you using and on which control panel is installed on your server - cPanel, EXIM?

radmoose · 25-07-2007, 09:30 AM

Quote:

Originally Posted by supportskins

How are you feteching emails - using POP3 or email piping. If email piping, which method are you using and on which control panel is installed on your server - cPanel, EXIM?

Using eMail Piping on DirectAdmin.

craigbrass · 25-07-2007, 10:08 AM

I really would suggest you submit a ticket as then they can debug the issue on your installation and fix the problem.

radmoose · 25-07-2007, 04:33 PM

Quote:

Originally Posted by craigbrass

I really would suggest you submit a ticket as then they can debug the issue on your installation and fix the problem.

I submitted a ticket a few minutes ago. It hasn't been a big problem since it doesn't seem to be missing any incoming emails. But would be nice to not have to delete every other ticket... as the site it is "attached" to will be launching soon so I expect a great increase in support requests.

amedlam · 20-08-2007, 03:34 PM

I have the exact same problem. Have you recieved a resolution from Kayako on this?

craigbrass · 20-08-2007, 05:28 PM

Try emailing radmoose as by the looks of his account he doesn't visit the forum activly.

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craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	18-07-2007, 10:24 AM What version are you on? Have you made any code modifications? Have you only got 1 parsing rule inside the admin area? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

radmoose Offline New Member Posts: 10 Join Date: Jul 2006 Location: Sacramento, CA, USA	19-07-2007, 01:26 AM What version are you on? 3.10.02 Have you made any code modifications? No. Have you only got 1 parsing rule inside the admin area? Just an email queue and a list of banned emails. Gerry "RAD Moose" Humphrey FURiends - Where Your Friends Are Furs!

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	19-07-2007, 09:31 AM Very odd then. I suggest you submit a ticket at http://support.kayako.com so the issue can be tracked down. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	25-07-2007, 10:08 AM I really would suggest you submit a ticket as then they can debug the issue on your installation and fix the problem. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

amedlam Offline New Member Posts: 2 Join Date: Nov 2005	20-08-2007, 03:34 PM I have the exact same problem. Have you recieved a resolution from Kayako on this?

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	20-08-2007, 05:28 PM Try emailing radmoose as by the looks of his account he doesn't visit the forum activly. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger